Senior Fleet Coordinator - Hybrid Role

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Overview

Overview

We are excited to announce an opportunity for an experienced Senior Fleet Coordinator to join our FBS National Account team. This role will be a hybrid role with a mixture of homeworking and office working. The offices being either Manchester, Shrewsbury or Southampton.

Salary

• £24,819.86 to £26,000 based on experience

Benefits

• 25 days paid holidays a year + public holidays (Rises to 30 with service)
• Life Assurance - 3 x Salary
• Various employee wellbeing benefits
• Discretionary Company Sick Pay Scheme
• Group Personal Pension Scheme with discretionary annual profit bonus
• Our 'promote from within policy' means you can go as far as your talent will take you

Hours

• 44.5 hours: Monday - Friday.

About us

Add an annual turnover of $23.9 billion to a rental and leasing fleet of over 1.8 million vehicles and you get Enterprise Rent-A-Car - a business that's grown into the largest global mobility provider in the world.

Enterprise Flex-E-Rent is its commercial vehicle rental division, providing services tailored to the needs of commercial vehicle hire customers from 28 locations across the UK, while boasting one of the largest and most diverse commercial vehicle rental fleets. Join us as a Fleet Maintenance Coordinator and be one of the people driving our growth.

Diversity is a priority in all areas of our business. We are proud to say we have been in The Times list of Top 50 Employers Where Women Want to Work every year since it was conceived 17 years ago and have been honored with many other awards along the way.

Enterprise promotes a positive mental wellbeing. We have signed the 'Time to Change' Employer Pledge and teamed up with Mental Health First Aid England to educate and support our employees. Here at Enterprise Flex-E-Rent we currently have a team of Mental Health First Aiders on hand to listen, guide and support our employees during their careers.

As part of our ongoing expansion, Enterprise has an exciting opportunity for a Senior Fleet Coordinator to join our teams in a hybrid role working from home and our office for either of our Shrewsbury, Manchester and Southampton.

Training and Development

This role offers fantastic progression opportunities via our in-house training and development program, there will be lots of different knowledge checks and activities along the way, so you'll always be taking the next step in your learning with us. Training and development will be ongoing.

Responsibilities

Your duties as a Senior Fleet Maintenance Coordinator will include but are not limited to:

• To manage external service and parts providers ensuring appropriate repair methods are undertaken and replacement parts supplied are of the required standard and cost
• To ensure all services provided to the customer and any damage costs associated with the service are recouped within the recharge process following the customer specific guidelines
• To ensure all job & systems data is recorded accurately and on a timely basis
• To ensure maintenance schedules and MOT appointments are agreed, accurate and supplied on a timely basis
• To monitor system data integrity and provide reports as required
• To act upon system reports and ensure discrepancies are highlighted and resolved
• To maintain effective response times in relation to call centre duties
• To offer front line customer support, advice and resolution following enquiries
• To allocate calls and resources to ensure that all calls are actioned to comply with agreed Service Level Agreement (SLA's) and targets
• To ensure Key Account customers and management are regularly informed of call progression/ development through to satisfactory resolution
• Ensure that the necessary processes, procedures, and engineer work instructions are understood and followed, providing a consistent and professional service to our customers
• To perform administrative duties including call handling and data entry/management using our systems
• To aid, advise and provide support to your colleagues by utilizing your commercial vehicle background and expertise
• Key Accountabilities:
• Ensuring all Enterprise fleet and associated ancillaries under your control are compliant within either customer, legislative or manufacturers guidelines
• Demonstrating a cost focused mindset and displaying excellent cost control within your remit, ensuring that all damage costs are either recharged or within customer specific parameters
• Ensuring that repairs are completed in the most cost-effective manner whilst maintaining excellent customer service
• Ensuring that all routine & reactive events are processed within timeframes set
• Meeting customer satisfaction and call response times within Enterprise and customer guidelines
• Using our Incident Management system to meet agreed timeframes for repairs
• Managing and reporting of uptime on customers vehicles and assets
• Adhering to all Enterprise processes and procedures
• Keeping accurate and up to date records
• Demonstrating a commitment to keeping Enterprise values

Qualifications

Applicants must be able to demonstrate:

• Excellent customer service experience
• Suitable industry qualifications/Experience (or demonstrable experience applicable to the role)
• Commercial vehicle maintenance knowledge
• Ability to control maintenance costs and challenge quotes/invoices
• Excellent communication and customer service skills
• Business standard IT skills including Microsoft Word, Outlook, Excel
• A tenacious, enthusiastic, and flexible disposition.
• Prior experience with call handling/customer service, engineer allocation, customer management
• Be a well organised individual with excellent time management, organisational and prioritisation skills
• This is a high profile and busy team that manage prestigious national contracts, so attention to detail and the ability to work in a fast-paced environment is essential.
• CPC National qualification preferred (if not currently qualified, this will be part of our development programme in the role).
• Must have a desktop or Laptop and office space for hybrid homeworking with full internet connection which will need to be hard wired using Ethernet Cable.